Trialling: How to get working through a proxy
Hi I have apache on port 80 forwarding supportcenter traffic to a server with a private IP address on the default port 8080. This works fine for the login page, but then after I try to login SupportCenter is rewriting the URL prefix to privateIP:8080 so the user is unable to login. I have set the Alias URL in the settings page. What do I need to do to get supportcenter to use normal relative URLs ? Thanks Alistair
Road Map
There are a lot of responses refereing to features being on the road map. Is there a public road map available that would let us know what features are on their way. If so, I am sure a lot of us would provide suggestions and requests specific to upcoming features.
Mail fetching stopped
Mail fetching stopped all of a sudden. After restarting the Support Center Server, fetching started normally. But the downside of this is that the Request ID jumped by 300 count. This is becoming annoying. Please rethink your idea of increasing request id.
Problem with date fields
Hi, Vinu. There is a couple of issues with additional date fields. 1. In some situations (which I can not yet define) when you insert a new date into a date field, it always reverts to 01.01.1970 and you cannot change it no matter what. 2. While editing date fields, when you press and hold ">>" the years that show in the drop down menu depend on the year you are currently on, with one peculiarity: if the year you are currently on is even, the drop down shows only odd years; if the year you are currently
Foreign caracters into solution search field
Hi vinu, I try the Support Center, and I saw the following issue with the search tool for solution searching. It's not possible to do a search with some foreign caracters, like �, �, � .... into the search field. Only standard caracter from american keyboard are accepted for searching. But for european keyboard layout, the story is not the same :-) Please have a fix or date to fix this issue into the actual Support Center 5.0 . And also have you now, a date for the new version which includes foreign
Bug report?: Contacts doesn't see all the requests of their
Hi, One of my contacts attended me on the fact that according to his profile he "Can view all requests from ...." But he doesn't see them. How come? Is it a bug?
integration with exiasiting product catalog DB and warranty
we have an exiasiing product catalog and warranty tracking system which is using SQL as data base. how can we integrate with SC, this is crucial to our decision of purchase
import product list to SC+
Hi, How can to import product list (catalog) to SupportCenter via CSV file or SQL commads? Thanks for help? []s
Merge from Service Desk Plus
We are currently using the Service Desk Plus and would like to know if we could merge our entire database over to the Support Center Plus. Can we also transfer our licenses over, and close off the Service Desk Plus? As we are computer consultants, and 99% of our work is done at the clients premises - this seems like a better option. Thanks. Rob
Suggestion/Request: Time Spent
Would it be possible to get the notes made in the time spent fields at the bottom of requests searchable? I see currently if you search under Requests it includes the titles, notes and descriptions but it would be useful to be able to search the descriptions given under the time spent as well. Also you seem to use the term "Time Spent" in two areas: 1 - To describe the amount of time between a request being opened and closed (shown once a request is closed) 2 - To describe the time spent on an issue
SLA notice problem
I have setup 3 different SLA's and setup to escalate after set amount of time for each one and selected me for the person to escalate to. When any of the tickets get assigned to a rep you get a SMS message only that there is a SLA violation and then also a email that the ticket was assigned to you. The tech that got the ticket assigned to them gets the SMS message and not me which the way I see it they should not get this message. If I turn off escalation then we don't get the SLA violation SMS messages.
Replies creating new requests
I have noticed that replies to SupportCenter emails are generating new support requests rather than being associated with the original support request. If UserA emails support@mydomain.com a new support request is created. I then view that Request in SupportCenter, click the Reply button on the Request detail page in SupportCenter and send USERA a question, say asking for more information. When USERA then replies to my email, sending me the info i have asked for, SupportCenter creates a *NEW* support
Suggestion: Tooltips on icons
Any chance you could add tooltips to the clickable icons that are used within Support Center? I know most of them are obvious, but i still find myself having to click on things just to see what they do, particularly first thing in the morning :) Olly
Suggestion: Last contact column
Hi, Another suggestion. I would like to have a "Last Contact" column in the Request view which would display the email address of the sender of the last contact. That way it would be easy to see if there is a response from the client. Basically it would show the name on the last entry in the Conversation section of the Request. If my client sent me a new support request, then clearly the Last Contact column would show their name. If i then reply to that request, it would show my username. If they
Solutions on my website
I know I discussed this with Vinu a while ago, but im really really desperate to display Solution articles on my own website, and in the formatting of my website. Is there *anyway* I can do that? Any way of exporting the solutions even to plain text files, so that I can display them on my site ? HELP! Olly
essential options
Hi, I'm going to launch the SC+ next week for test with part of my customers, but some essential options are not available yet in the current version: 1. show\ hide option for the additional request fields- from my customers ex - Fields that the response center filled during the troubleshooting. 2. Business rules- option to apply business rule for any calls, and not only new calls. ex- moving to Finance call after status has been change to Completed 3. Spam filtering- filters all mails that are not
Backup and Restore
SC+ comes with a backup routine - great. But where's the restore??? I want to move SC+ from the test server to the live server. Installed the exact same version of SC+ but there's no obvious database restore to put the data back onto the new server. They are running on different TCP ports - would this make any difference to the restore? Any help appreciated.
Change MySQL port - ASAP
Can you please advise me on how to change the port connection to MySQL. I have it installed on server that I didn't realize it was running another application on Apache&MySQL. I am doing a demo and my time is limited. Thanks, Paul
Suggestion Hollidays - recurring dates
Hi, Some hollidays appears every year on the same date. It would be nice while adding a date to have the possibility to have a checkbox "yearly recurring". SPC could then append the hollidays automatically. Perhaps instead of a checkbox a number could be used as the amount of years the holliday should appended. Default the ammount should be 1. Regards, Ko
Installation Help
Reading the other posts to this forum, it's clear that I'm less knowledgable than nearly everyone. I need some assistance in installing SC+ to the server. I can install it to my LAN, but have no idea how to get it to the server. We're a very small company. We don't have an "IT" person, let alone department. The software is perfect for our needs, but one of us is on the East Coast and the other is on the West Coast, so I need to put it on the web server so we can both access it. We obviously used
Linux Installation problem
i have a problem during installation on my server remotely with SSH [root@www AdventNet]# ./ManageEngine_SupportCenter_Plus.bin -console InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ................................... ...................................
Data Dictionary Info
I have just imported over 1000 contacts and 150 accounts into SupportCenter. I would now like to set all of my accounts to use an SLA definition. Can anyone tell me what table links the SLADEFINITION table to the individual Accounts? Thanks in advance.
Request: Title column in request list to narrow
The titles in the request list are often smaller the it could be. (the column is wider than the displayed title). Could it be changed so the title is always as wide as the column? Only the last three could be the . as sign it is really wider.
Special characters not shown correctly in some areas
Hello, It seems that customer's replys are not correctly processed to show special characters like accents. This appears only to happen with customer replys, both in the web interface and in the "Notify support rep by email when request is appended by reply" e-mail, all other messages are processed correctly (I attach some screenshots). Is there any way to fix for this? Thank you very much for your assistance.
Changing title of request corrupts other info
I have build 5007 installed and have notcied that if someone send in a quick request (whihc doesn't populate a lot of the fields), if i go and edit it as administrator, it corrupts the data. Here's the history note from miy simple change: Request Updated by : administrator Level changed from NONE to Tier 1 CREATEDTIME changed from 1146001208074 to 1146001208000 Title changed from quickie request to quicky request SLAID changed from 1 to null DueBy Date changed from Wed Apr 26 10:40:08 NZST 2006 to
Importing contacts from CSV file
I had been trying out ServiceDesk and liked many of its features. However I need to support clients with multiple contacts which SupportCenter appears to be designed to support. My problem is that I have about 1000 contacts to import and SupportCenter does not have a field mapping in the CSV import to bring in the account number. This leaves me with the undesirable task of editing all 1000 contacts and setting their account information. How quickly can we have the ability to import the account field
Request: Account name in SAL Rules
Could we have Account Name added to the drop-down list for the SLA rules please? I'd like to be able to assign an SLA rule to every contact within an account and don't want to do it for every individual user. Thanks, John
Visible Support Team info
Is it possible to hide some of the information on the Support Team? I don't want clients using the web portal to be able to see their phone numbers and email addresses, but I need the email addresses defined in the Support Reps screen to get the automated emails working etc. I know I can remove the phone numbers for each rep but it'd be easier to have a "hide from client" option.
change the due date based on priority
Hi how do you change the time allocated to the priority assigned?
Suggestion - holidays
Thi sis not a big problem, but a little annoying/confusing... When you enter a number of holidays, could they be sorted in to date order - including the year? I just added all New Zealand public holidays for the next 12 months and it displays: 01 Jan 2007 �New Year 2007 02 Jan 2007 �Day after New Year's Day 05 Jun 2006 �Queen's birthday 06 Apr 2007 �Good Friday 06 Feb 2007 �Waitangi Day 09 Apr 2007 �Easter Monday 23 Oct 2006 �Labour Day 25 Apr 2007 �ANZAC Day 25 Dec 2006 �Christmas Day 26 Dec 2006
Translated ApplicationResources.properties lost after update
I know it is very stupid. I installed build 5011 after making a backup of the data. After starting the services I found out the interface was english again. Gone hours of translating. I didn't have a backup of it. How will updates be aware of translations in the future? I mean wilt it automatically keep de translated file active, how will new expressions been added to the file (I do I know which I have to translate)?
Received by State byAccount report - error
I am still testing on build 5007... When I run the report for "this week" (the default) I get a total of 6 requests, but if I run a report for this month I only get 2 - which can't be right because all of "this week" is in this month. Actually, looking at it, I think this is a bug in the report because the totals don't line up (i.e. there is no total under the work in progress and awaiting feedback columns) but the TOTAL total is under the work in progress column. Also, the formatting for the "last
Plain text email
Me again :) Is it possible to set the default email type to plain text ? Olly
Changing admin password
is there a way to change the admin password in the free version? Just for a bit of extra security. Olly
Solution keywords and special characters
Hi. It seems that keywords with special characters don't work in solution search. Whenever I use a keyword that contains a national language character (e.g. �, �, �, etc.), searching solutions always returns no results. Can you, please, check this? Thanks. Frank
SupportCenter Features
Any word on when we might see Active Directory Importing and Authentication in SupportCenter? It's a great feature of ServiceDesk!
Request and Solution Option - NO-LOGIN-PAGE_SolutionSearch
Hi people, I had a problem just now and I am wondering how this occurs? First of all I installed the newest Release (5008) then the service didn't start and it is only running when I click on the run.bat in the bin directory. (ShortCuts don't work either) Second I wanted to integrate the NO-LOGIN-REQUIRED-Request-or-SolutionSearch-Page to our Homepage but there was some kind of error: :oops: Hopefully somebody in this forum knows anything about this? greets Lionheart
Question about accounts/mail reply in SupportCenter
Hi, We are missing 2 features we think would be good to have. 1. On every request it would be great if you can see informnation about an account that only can viewed internally. Could for example be "Always check that application X is running or always check table Y for something" 2. We have for some accounts that in every reply we have on a request we should not only reply to the person that has reported the request but also to for example their support (i.e. support@account.com)
invitations
Hi, I've been looking for an online word processor so that I can collaborate with a few people spread around the country. Zoho fits my needs, but I the invitation function doesn't seem to work. I'm using Firefox 1.5 on an iMacg5 running OS 10.4.6. Any suggestions? Ken
Hotfix released to move to build 5010
Hi All, The hotfix to migrate to the latest build (5010) is now available. You can download the same from the following url : http://manageengine.adventnet.com/products/support-center/service-packs.html Pls pick the appropriate builds based on the installed SupportCenter build number. The issues fixed in the hotfix are available in the README on the same page. Thanks & Regards, Vinu Sreedharan
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